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  1. Jira Service Management Data Center
  2. JSDSERVER-2058

Improve available customization in Automation

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Request Summary
      Can Service Desk Automation be improved to allow further customizations?

      • We would like to see a feature that allows users being assigned issue or one that allows user to pass values to fields that meet specific requirements set by the user.

      For example
      Emails that meet a specific scenario should be closed however because the close issue screen has required field that needs to be selected before the issue can be closed, the automation would always fail.
      Allowing the user to pass value based on configuration would allow them automate something like this properly.

            [JSDSERVER-2058] Improve available customization in Automation

            Charlie Marriott added a comment -
            Atlassian Update – 6 July 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Charlie

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 6 July 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Charlie Jira Service Management, Server & Data Center

            Andrew Bilukha added a comment -

            Without this enhancement, the automation feature will remain just a mere good idea, but alas, unrealized.  At this point we now have to disable all the automations we created and were planning on using, instead, turning to Jira Script Runner.  All because the Automation is not flexible enough.

             

            While the project owners at Atlassian may see this as optional, or "want to have" – but as someone who worked hard to sell my company on using Jira Service Desk as opposed to other tools, I feel partially betrayed. A lot of features that are advertised as great selling points in favor of JSD, end up being undeveloped.  I sold all business teams on Automation of automatic resolutions, on Automation of initial triage, on automation of escalations, and so forth, only to learn the hard way, that Automation in the shape it is right now, is not what it's advertised to be.

            Last but not least – the Automation LOG interface – there is no logging to inspect. One has to turn to Atlassian Support, they have to refer to KB article, and then the Jira Admin has got to use CURL and other manual methods to get to the bottom of automation failures.  This is not what a mature application is supposed to demand from Admin.

            So, great idea, but the execution is lacking rather badly.  Please find resources to fix this.
             

            Andrew Bilukha added a comment - Without this enhancement, the automation feature will remain just a mere good idea, but alas, unrealized.  At this point we now have to disable all the automations we created and were planning on using, instead, turning to Jira Script Runner.  All because the Automation is not flexible enough.   While the project owners at Atlassian may see this as optional, or "want to have" – but as someone who worked hard to sell my company on using Jira Service Desk as opposed to other tools, I feel partially betrayed. A lot of features that are advertised as great selling points in favor of JSD, end up being undeveloped.  I sold all business teams on Automation of automatic resolutions, on Automation of initial triage, on automation of escalations, and so forth, only to learn the hard way, that Automation in the shape it is right now, is not what it's advertised to be. Last but not least – the Automation LOG interface – there is no logging to inspect. One has to turn to Atlassian Support, they have to refer to KB article, and then the Jira Admin has got to use CURL and other manual methods to get to the bottom of automation failures.  This is not what a mature application is supposed to demand from Admin. So, great idea, but the execution is lacking rather badly.  Please find resources to fix this.  

            Lisa Forstberg added a comment -

            set a specific value of a specific field in the process of automation is a feature in the JIRA automation-plugin but not in the JIRA SD Automation. Right now we get around it thru creating a new transition, condition = allow only the "automator" to perform it and instead of validations on fields we add post-function to fill the specific fields. I have two steps the customers would want to automate Waiting for Customer => Resolve (resolution is required) and Resolve => Close.

            Would be nice if SD Automation at least can allow the same level of functionality as the JIRA automation, both for maintenance purposes and to avoid potential Jira vs Jira SD incompatibility issues.

            Lisa Forstberg added a comment - set a specific value of a specific field in the process of automation is a feature in the JIRA automation-plugin but not in the JIRA SD Automation. Right now we get around it thru creating a new transition, condition = allow only the "automator" to perform it and instead of validations on fields we add post-function to fill the specific fields. I have two steps the customers would want to automate Waiting for Customer => Resolve (resolution is required) and Resolve => Close. Would be nice if SD Automation at least can allow the same level of functionality as the JIRA automation, both for maintenance purposes and to avoid potential Jira vs Jira SD incompatibility issues.

              Unassigned Unassigned
              ijimoh Ismael Olusula Jimoh (Inactive)
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              12 Vote for this issue
              Watchers:
              11 Start watching this issue

                Created:
                Updated:
                Resolved: